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Nokia SDM_2002001040 SDM Certification - CARE Exam Practice Test

Demo: 18 questions
Total 121 questions
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SDM Certification - CARE Questions and Answers

Question 1

What is the GIC code for SWM?

Options:

A.

G7402.

B.

G7405.

C.

G7409.

D.

G7407.

Question 2

The customer is opening a trouble ticket because the product they bought doesn't have a feature considered important to them. What does the Care Program Manager have to do?

Options:

A.

Treat it as a normal case.

B.

Contact the relevant business line and ask for the new feature and inform the Customer that they have the right to open tickets for any request related to delivered equipment.

C.

Explain to Customer that the requested feature is not part of contractually agreed deliverables in Care, hand the request over to relevant SSM, AM or CT Head, inform Customer that commercial team will clarify their request and close the ticket.

D.

Inform Customer that commercial team will clarify their request and close the ticket, then contact the relevant business line and ask for the new feature.

Question 3

What needs to be done if a 3rd Party Service Contract is due to expire?

Options:

A.

Care Program Manager should contact the 3rd Party Service Manager and supplier representatives to renew the contract.

B.

Care Program Manger should inform Product Line.

C.

Care Program Manager should inform the Customer to renew the contract directly with the supplier.

D.

The Care Program Manager should inform the Service Engagement Manager.

Question 4

What is an additional possible use of a well made Care Plan?

Options:

A.

It could serve as an induction document, helping to introduce new Care Team Members.

B.

It could substitute the contract in disputes with the customer after the serious outage.

C.

It can be used as a template for NI Project Plan creation.

D.

It could be used to facilitate financial forecasting and to consolidate price information.

Question 5

What are the CaPM responsibilities regarding cost management?

Options:

A.

To monitor costs on a periodic basis and initiate corrective actions as needed.

B.

To support the F&C Controller in her/his cost monitoring activity.

C.

To support the CT Head in her/his cost monitoring activity.

D.

To review the actual financial data against the estimated figures and report it to the CT Head.

Question 6

Variable costs:

Options:

A.

vary with the volume of production.

B.

vary according to an index.

C.

are same as OPEX costs.

D.

is an efficiency ratio.

Question 7

Which of the following tasks, according to the Care Program Manager's job description, is NOT part of Care Operation Management?

Options:

A.

Execute Care Agreement and other contractual requirements related to Services in Care phase, and manage internal operational and financial risks.

B.

Lead positive development of customer satisfaction for Care Services and contribute to the overall CT action plan to develop customer relationship to increase customer loyalty.

C.

Establish operating practices and review ongoing operations.

D.

Manage subcontractors, contractors and 3rd parties whenever applicable.

Question 8

The largest impact on the SPC rate comes from:

Options:

A.

the utilization ratio.

B.

the total headcount.

C.

internal allocations.

D.

management overhead.

Question 9

What is the content of the Care Plan?

Options:

A.

Services, schedules, contacts, care procedures, customer installed base.

B.

NSN Care contacts, map of power, CT organization chart.

C.

Upgrades and updates schedules.

D.

NSN contacts and Emergency escalation procedure.

Question 10

Who should NOT participate in a Care Services tender?

Options:

A.

Service Product Manager.

B.

Cost Manager.

C.

Care Program Manager.

D.

R&D Engineer.

Question 11

What is the most relevant element to be analyzed when performing a risk analysis of the Service Level commitment with the Customer?

Options:

A.

Installed Base value.

B.

The internal NSN service delivery capability.

C.

Customer Network topology.

D.

Competitors' Service Level offering.

Question 12

Which of the following statements is true for GCC charges?

Options:

A.

Account will be charged for escalated tickets only.

B.

Account will be charged for logged tickets, even when solved locally.

C.

Account will be charged a fixed monthly allocation.

D.

Account will be charged the working time from WTR.

Question 13

The Care Plan should be updated:

Options:

A.

At least once per year.

B.

Only after each contract change.

C.

After each change to Care setup described.

D.

On customer request only.

Question 14

Who provides engineering resources to Care?

Options:

A.

Project Manager.

B.

Care Program Manager.

C.

Stream Managers.

D.

Care Head.

Question 15

The Care contract scope has changed, what should the CaPM do first?

Options:

A.

Include the new scope in the CT financial plans.

B.

Update the NELLE forecast with new costs and resource requirements.

C.

Inform Care sub regional or regional organisation.

D.

Inform Product Managers who should then prepare new services descriptions.

Question 16

The forecast for the half-year fluctuates a lot each period, but the Care service level is stable. One way to improve the forecasting is:

Options:

A.

fine-tune the parameters in NELLE for invoicing, revenue recognition and payment.

B.

forecast external and internal subcontracting in the month when the cost will be registered, not when the work is performed.

C.

stop interfering with the demand plans made by the Controller and let them take full charge of the forecasts.

D.

increase the number of Sales Packages in NELLE, especially for sales.

Question 17

At the Care Contract Renewal Milestone 3 "First Proposal" which topic should be agreed before the contract is presented to the Customer?

Options:

A.

Terms and Conditions.

B.

Cost baseline.

C.

Penalty proposal.

D.

Long term contract strategy.

Question 18

What are the four pillars of Care?

Options:

A.

Customer Relationship, Care Business Management, Operational Management, Financial Management.

B.

Customer Relationship, SWS Management, Operational Management, Financial Management.

C.

Operational Management, SWS Management, HWS Management, Financial Management.

D.

Operational Management, Business Management, Financial Management, HWS Management.

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Demo: 18 questions
Total 121 questions
Get SDM_2002001040 Full Access Download SDM_2002001040 PDF